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Collections Operations Review
- Client: Specialist Secured Lender
- Project Length: 4 Weeks
- Personnel: Partner + Analyst Team
Background
A UK secured lender had seen their arrears rate plateau following several years of improvements
Their MI team needed guidance in finding the causes of this and assessing the impact of changes to the portfolio in future
They also wanted a review of their whole collections process to identify potential areas of improvement
Engagement
The Vestigo team undertook a full review of the collections operations, including assessing policies and guidelines, industry benchmarking and interviews with management
The team also worked with the lender’s own MI team to help them produce the analysis required to understand the trends being seen
Together these identified the underlying trends driving performance and opportunities for improving operations further
Gaps in reporting and tracking were also identified which, when resolved, enabled the business to better monitor and understand their operations
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Vestigo team
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